The Ritz-Carlton, Marina del Rey

I have been staying at this hotel for 8 years at least 2-3 times a year for work from London. I have never had an issues but the last two visits have been awful. The most recent one I got given a room that smelt of the combination of stinky food and damp. I slept with the door open to the marina. I told the guy on the desk this morning and he looked at me and said nothing. Your front desk staff are ALL awful. They used to be so warm, friendly and welcoming. They remembered I stay at your hotel often. Now I get treated like someone who doesn’t know the hotel with the coldest, more unwelcoming executional poise! I’m back next week and the week after and hope for a better experience! Get your game face on and either fire or retrain your reception staff. The door men are awesome!

This hotel is old and it does show in the appearance of the room. The service, however, is excellent. The guy who checked us in was very friendly. He walked us through all the benefits included in our Amex FHR booking. It was a smooth check-in process. The room was huge. The view was stunning. It was overlooking the marina. When we got to the room, there was a plate of goodies, which was much appreciated. The bed was comfortable. The bathroom was just standard with a bathtub, no separate shower. The toiletries were okay. Overall, we enjoyed our stay.

Michelle at the front desk is an absolute all star. I checked into the Ritz Marina Del Ray for one night as I was very sick and could not fly. At check in this came up in conversation and she said she would have some chicken noodle soup sent up for me compliments of the hotel, a very kind gesture. Shortly after that, room service arrived not only with a delicious soup, but bottles of Italian mineral water, a beautiful bouquet of balloons including a “get well soon” balloon, and a hand written note from the front desk wishing me a speedy recovery. I’ve been traveling 50% of my time for years and never has a hotel treated me with such thoughtfulness and kindness such as this. Beyond Michelle’s exceptional work as an ambassador of the brand, the hotel is spotless, beds are comfortable, rooms are well appointmented, and the pool complex is lovely. While I didn’t get a chance to enjoy everything the hotel had to offer, they took a miserable day of illness and made it considerably better. It is my genuine hope that Michelle is recognized for this thoughtfulness. It is this type of hospitality that I look for when traveling, and because of Michelle’s genuine care and concern for my situation, I will absolutely be back. Thank you Michelle.

I’m somewhat surprised this is a Ritz. Everything seemed average to me. If you want to play pickleball it will cost you $60 which is crazy since you are paying a pretty price to be staying at this hotel. Rooms are decent. Nice views. Dont think I would spend the money to stay at this hotel again.

As one who travels to Los Angeles several times year and who has stayed in many of the five star hotels, including the Ritz Carlton in the past, I must state honestly that this was one of the worst hotel experiences I’ve ever had in the area. Hotel was very tired and the staff was very Unwelcoming and not very helpful when asked for assistance. The Hotels in desperate need of refurbishment and customer service training .. One of the other guests I traveled with, checked out immediately and went to the Peninsula and I should have done the same. To add insult to injury the house keeping staff erroneously disposed of one of my shopping bags with brand new merchandise and despite repeated calls to inquire about the same, the housekeeping staff and hotel management failed to respond with even a phone call . Such non response revealed a total disregard and lack of respect for the guest and is inexcusable.Not even an apology. Quite frankly, as one who spends an access of 150 nights a year and hotels, worldwide, the lack of attention customer service at this hotel was notable and appalling and this will most like be my last Ritz Carlton experience. Additionally, it should be noted that I am platinum pro Bonvoy member and there were no special upgrades, recognition or anything to make me feel special. I am not sure what happened here or if this is the usual course of business at this hotel but it was totally unacceptable. Many other places to stay where you will feel appreciated and more welcome. Despite an inquiry to the management about my missing goods, still no response despite repeated calls..OH well, I guess it's simply just par for this course.